Feedback & Complaints | The Elm Collection



Feedback & Complaints

We welcome compliments, suggestions, concerns and complaints. Your voice helps us improve the quality and safety of our services across Elm Homecare and Elm Residences.

Accessible
Fair & impartial
No retaliation

How it works (quick overview)

Stage 1: Local Resolution

We aim to resolve minor issues within 2 working days with your carer or local supervisor.

Stage 2: Formal Complaint

We acknowledge within 5 working days and aim to provide an outcome within 30 working days. We will keep you updated if more time is needed.

Stage 3: Internal Appeal

If dissatisfied, you may request an internal appeal to the Director within 15 working days of the outcome.

Stage 4: External Review

HSE-funded clients may contact Your Service Your Say. Private clients may contact the Office of the Ombudsman.

We handle all feedback confidentially and fairly, in line with our Complaints Policy (EHC003) and Complaints Escalation Framework (EHC063). Life-threatening emergencies: call 999.

Send feedback or make a complaint

You can leave this blank to submit anonymously, but it may limit our ability to respond.

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For out-of-hours urgent care issues, please phone (087) 1498130.
Do not use the out-of-hours number for complaints or routine feedback.

What happens next

  • Acknowledgement: We aim to acknowledge formal complaints in 5 working days (EHC064 template).
  • Investigation: We aim to provide an outcome in 30 working days. If more time is needed, we will keep you updated (Investigation Log – Appendix 8).
  • Outcome letter: We will write to you with findings and actions (EHC065 template). You can seek an internal review if dissatisfied.
  • External review: HSE clients – Your Service Your Say.
    Private clients – Office of the Ombudsman
    (01 639 5600), ombudsman.ie.

Serious or sensitive issues (e.g., abuse/neglect) are escalated immediately and may trigger safeguarding and external reporting.

Other ways to contact us

Last updated: 4 November 2025